Director, Customer Excellence

Director, Customer Excellence

The Director, Customer Excellence is responsible for designing, optimizing, and scaling the Commercial System within the New Age Way Organizational Excellence framework, with the overarching goal of optimizing the customer experience (to be eventually measured by the Net Promoter Score (NPS). With a deep focus on sales process excellence, operational discipline, and efficiency, this leader ensures the field team can execute effectively and compliantly.

This role owns the design, governance, and continuous improvement of sales processes, CRM usage, reporting infrastructure, and field enablement, while working cross-functional to eliminate friction, streamline workflows, and drive consistent execution across the commercial organization. This role partners closely with Product Management, Finance, and Organization Excellence to ensure Gross Margin standards and governance.

This is an onsite position based in Southampton, PA (Bucks County). Full-time, in-person attendance is required for approximately the first year. After that time, this position may be eligible for a hybrid work schedule, subject to business and departmental needs.

• Design and maintain a standardized, compliant, end-to-end sales process aligned with the Commercial System, New Age Way principles, and the pharmaceutical promotion model, including call planning, HCP engagement, sampling, and data capture.
• Identify inefficiencies, bottlenecks, and variation in field execution; implement process improvements through automation, simplification, and standard work.
• Establish and enforce clear process governance, documentation, and SOPs to ensure repeatability and cross-team alignment aligned to enterprise New Age Way framework and governance structures.
• Drive adoption of best-practice methodologies across call activity, targeting, precall planning, post-call follow-up, and account planning.
• Partner with Marketing, Market Access, and Compliance to ensure processes remain accurate, compliant, and aligned to organizational strategy.

• Lead commercial workflow optimization to reduce administrative burden on field teams and maximize selling time.
• Implement operational frameworks that support company growth in alignment with New Age Way framework, additional product launches, and changes in field structure.
• Work with cross-functional stakeholders to streamline bottlenecks across sampling programs, HCP engagement workflows, CRM data flows, speaker programs, roster management, and territory updates.
• Develop metrics and process audits to measure operational efficiency and drive continuous improvement.

• Serve as the business owner for the CRM platform (e.g., Hub Spot, Sales Force), ensuring it enables efficient, intuitive, and compliant field execution.
• Oversee CRM configuration, integrations, and user experience enhancements to eliminate friction and improve productivity.
• Build automation into commercial workflows (e.g., call planning, next-best actions, roster and territory updates, reporting refreshes).

• Ensure field teams and leadership have real-time visibility into performance, activity, targeting, promotional response, and territory insights. Standardize dashboards, KPIs, and reporting alignment with enterprise KPI definitions, governance cadence, and reporting standards set by OE across national, regional, and territory levels, supporting a consistent operational rhythm.
• Partner with IT/Analytics to maintain clean, accurate data flows.

• Drive forecasting improvement processes in partnership with Finance and Commercial…